The Strategic Advantage of the Contact Centre
This article from David Burnie’s company blog identifies the value of the contact centre, and how it helps to prevent customer attrition.
The contact centre is a necessity for any mid-large size organization. It is where customer inquiries are handled across multiple channels, such as the phone, email or live chat. It is a bustling place of energy, activity and collaboration and often a starting point for many who want to forge a career in corporate.
When built and supported the right way, the contact centre can be a highly engaging and interactive environment. Palpable energy can be felt if you were to walk the floor and observe employees in action. It is a place of discovery, learning and, most importantly, the hub of customer information. No other place in a company can provide the same insights regarding how customers are feeling.
Points covered in this article include:
- Why contact centres are undervalued
- How to prevent employee and customer attrition
- How to leverage the full value of the contact centre
Read the full article, The Value of Contact Centres, on the Burnie Group website.
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